Call Centre Manager Job Description

Call Centre Manager Job Description

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Call centre manager provides management and ad-hoc reports utilizing Microsoft Excel, Word, PowerPoint and Visio.

Call Centre Manager Duties & Responsibilities

To write an effective call centre manager job description, begin by listing detailed duties, responsibilities and expectations. We have included call centre manager job description templates that you can modify and use.

Sample responsibilities for this position include:

Assists in developing and administering Call Centre policies and written standard operating procedures (SOPs)
Monitors Call Centre activities to ensure services are provided to customers on a timely basis and quality control standards are met
Provides hands on troubleshooting as required
A leader within the Service Delivery team, responsible for ensuring stability of BMO’s mission critical IT Call Centre Infrastructure technologies and services, the delivery of high availability to the Bank’s customers
Have the opportunity to work within an environment utilizing leader IT technologies in top tier data centers
Opportunity to partner with Technology Development, Product Operations and all lines of business and gain knowledge of a wide range of banking systems and services
Access multiple cross discipline IT career opportunities
Experience working within a fast-paced mission-critical environment
Be focused on employee development and technical training
Provide Managerial Excellence and Effective Leadership to development teams

Call Centre Manager Qualifications

Qualifications for a job description may include education, certification, and experience.

Education for Call Centre Manager

Typically a job would require a certain level of education.

Employers hiring for the call centre manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and University Degree in Education, Business, Management, Ethics, Operations Management, Business/Marketing, Sports Management, Computer Science, Supervision, Communication

Skills for Call Centre Manager

Desired skills for call centre manager include:

Scotiabank’s Retail and Small Business products and services
Business process development and improvement
Excel
Excel and Powerpoint
Insurance sales
MS Word
Service and Claims
Supply Chain and associated solutions related to the Client's requirements
Tracing industry is not essential but would be highly regarded
Word and VISIO

Desired experience for call centre manager includes:

Escalate deviations from planned baseline schedules and scope to business and IT managers and PMO
Monitor all development, testing and implementation activities ensuring that all phases/aspects of testing are covered based on the project
Assist with vendor management around contracts, SOW’s, SLA’s
Support managers to ensure we have identified and are measuring KPI’s
Proficient in MS Office particularly spreadsheet and presentation tools
Support & maintain operational wellness of the server (Windows OS/hardware) platform

Call Centre Manager Examples

1

Call Centre Manager Job Description

Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of call centre manager. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for call centre manager
  • Provide coaching support for 5 team managers
  • Develop and manage coaching plans at team manager level
  • Motivate and develop a high performing teams
  • Develop hype/ recognition programs in partnership with finance, Execute incentive and recognition programs
  • Manage and support the go to market campaign strategies and overall company priorities
  • Managed specialized teams supporting new corporate initiatives
  • Manage KPIs related to new corporate initiatives and integrate into performance management processes
  • Ensure that all site level training is completed
  • Monitor team productivity results and develop action plan to enhance team performance
  • Ensure that internal and external customer satisfaction is maintained and exceeded
Qualifications for call centre manager
  • Must have strong client relationship or account management experience
  • Experience in a BPO/ offshore environment
  • Have managed a department/ call centre with 150 - 200 headcount
  • Manage 10 - 14 Team Leaders
  • Provide evidence of strong coaching and mentorship skills
  • Provide evidence of success in developing teams
2

Call Centre Manager Job Description

Job Description Example
Our growing company is looking for a call centre manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for call centre manager
  • Liaise with colleagues and other departments to support open communication and exchange of information
  • Provides day-to-day operational liaison support to partnering department teams for global support needs out of GCC department
  • Participates in ongoing service levels, concerns, reporting, communication and research
  • Conducts weekly and monthly stakeholder check-ins regarding SL metrics and performance of GCC in support of these regions/departments
  • Acts as main point of contact for daily operations issues, concerns, questions or activities for these regions on behalf of GCC
  • May be responsible for coordination of Fraud Monitoring oversight in coordination with Fraud Investigation Unit and other Compliance groups, acting upon the results with Vendor Management teams and internal teams, as appropriate
  • May participate in negotiations of pre-contract and manages ongoing communications with key vendor/Agents and stakeholders as needed
  • Coordinates with Strategic Implementation team within Global Operations to scope and understand organizational readiness and impacts of new product launches, compliance rules governance, contract support
  • Coordinate with regional teams regarding impacts (if any) to changes in support or service levels
  • May participate in regulatory audits as subject matter expert on behalf of GCC Compliance Operations activities, process changes, including Complaints and regulatory compliance adherence and performance
Qualifications for call centre manager
  • All about customer first / people first/ staff focus all the way
  • Experience with NPS/Customer Loyalty
  • Submit and evaluate proposals to reduce costs, maximise revenue, improve EVA, increase EBITA, improve quality and increase productivity
  • Three to five years of sales leadership/performance coaching experience in a sales environment
  • Flexibility to work shifts between the hours of 8 a.m
  • 5+ years diversified planning, communication and organization skills
3

Call Centre Manager Job Description

Job Description Example
Our company is hiring for a call centre manager. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for call centre manager
  • Have a professional attitude
  • Have an excellent communication style, enabling your team to effectively absorb your messages and those you are asked to cascade
  • Have Contact Centre experience
  • Be a skilled Coach with proven experience of developing their own and others skill
  • Be positive, motivated with an engaging approach to get the best out of your team
  • Be comfortable at tackling difficult situations and use your performance management skills to resolve issues
  • Have the ability to use data to develop creative solutions that improve performance within deadlines
  • Be a skilled Coach with proven experience of developing their own and others skills
  • Managing the daily running of the call centre, including sourcing equipment, effective resource planning and implementing call centre strategies and operations
  • Meeting clients performance targets for speed, efficiency and quality
Qualifications for call centre manager
  • 5+ years of direct call center and Compliance experience
  • Ability to manage multiple tasks, projects, and priorities
  • Experienced in developing relationships with key constituent groups
  • Ability to work as an individual or on a team – self-motivated, solution-oriented with ability to work independently under minimal supervision
  • Advanced skills in analytical and problem solving with attention to detail
  • Self-starter with ability to learn quickly and operate in a fast paced environment
4

Call Centre Manager Job Description

Job Description Example
Our growing company is looking for a call centre manager. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for call centre manager
  • Carrying out performance reviews, monitoring random calls to improve quality, minimise errors and track operative performance
  • Identifying training needs and running training sessions
  • Carrying out team needs assessments and resource cost/benefit analysis
  • Ensuring the CTDS complaint process is followed and when required
  • Ensuring all relevant communications, records and data are updated and recorded within the relevant systems
  • Advising senior management and clients on progress against targets, recording statistics, user rates and the performance levels of the centre and preparing reports along with ad-hoc information (such as call recordings)
  • Liaising with senior members of CTDS, team leaders, operatives and third parties to gather information and resolve issues
  • Answering/making telephone calls, when required
  • Call Centre Management
  • Defines and clarifies customer care strategy, service standards and processes to all stakeholders
Qualifications for call centre manager
  • Data-driven with ability to make well-founded judgments
  • Experience in using and augmenting customer support forum and knowledge repository
  • Oversees and to end process of resolving customer inquiries and/or issues, including follow-ups related to resolution and confirmation of key customer data during call activity
  • Serves as the primary point of contact for escalated complaints and works proactively to resolve open complaints at all times, including but not limited to those registered at the Alberta Utilities Commission, Utilities consumer Advocate, Better Business Bureau, media or Office of the President
  • Coaches, develops and empowers team through continuous feedback, a robust training program and team engagement
  • Develops a strong relationship network for recruiting talented team members and implementing development and progression plans to ensure talent retention
5

Call Centre Manager Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of call centre manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for call centre manager
  • Actions Net Promoter Score survey feedback to address outstanding gaps in service delivery
  • Plays a lead role in helping reduce operating expenditures by digitizing transactional activity by promoting electronic billing and payments
  • Provides frequent updates to all stakeholders to keep them abreast of functional performance and resultant customer experience
  • Introduces and implements best practices related to managing inbound activity (calls, emails, social media, chat, etc) for embedding a proactive customer focused culture in daily operations
  • Lead and supervise claims customer care centre to handle enquiries, claims and complaints, including customer interaction by call, mail, fax, email, and cases referred by other channels, social media, service counter, eClaim etc
  • Monitor all claims customer care centre activities and to improve customer experience, call performance and operation efficiency with compliance and quality through the right technology
  • Control and improve the claims related customer communications as required from time to time
  • Lead and supervise claims admin team to register claims and provide admin support
  • Monitor quality of work and drive performance of the claims admin team and ensure the service delivered is above the agreed standard
  • Lead and develop First Response Team members (Claims Customer Care Centre and Claims Admin Support team) by coaching, troubleshooting, communication and motivation
Qualifications for call centre manager
  • Bachelor’s degree preferred, with 7-10 years of relevant work experience in a call center environment and/or vendor management
  • Good knowledge of Alberta regulated and de regulated markets and competitors would be considered an asset
  • Ability to demonstrate achievement of results business improvements, cost savings, revenue generation
  • Ability to demonstrate ability to translate business strategy into day to day delivery
  • Has proven process improvement experience (analytics, problem-solving, and decision making skills) in order to drive results
  • Demonstrated effective organizational skills, including the ability to effectively prioritize and manage multiple tasks and deadlines and manage competing priorities within a team environment

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